Trying to pull agent utilization metrics broken down by 30-minute intervals. I need tHandle, tAcw, and tHold specifically. The goal is to feed this into a custom dashboard that shows real-time pressure on the queues. The standard reporting UI is too slow and doesn’t give me the granularity I need for the shift handover.
I’m hitting the GET /api/v2/analytics/queues/summary endpoint. The documentation says I can pass interval as a parameter. I’ve tried 30m and PT30M but the response always aggregates into hourly buckets or ignores the interval entirely. Here’s the request body I’m using:
{
"dateFrom": "2023-10-27T08:00:00.000Z",
"dateTo": "2023-10-27T09:00:00.000Z",
"interval": "30m",
"groupBy": ["agent.id"],
"metrics": [
"tHandle",
"tAcw",
"tHold"
]
}
The response comes back with a 200 OK, which is annoying because it makes me think I’m doing it right. But the data array only has two entries. One for 08:00 and one for 09:00. The 08:30 bucket is completely missing. I’ve checked the raw JSON response and there’s no sign of the half-hour data.
I’ve also tried using the analytics-agents endpoint instead of queues. Same result. The metrics are there, but the time slicing is broken. I’m using the Python SDK genesyscloud.analytics.get_analytics_queue_summary method. The code looks like this:
response = api_instance.get_analytics_queue_summary(
body=query_body,
async_req=True
)
Is there a specific flag I need to set? Or is the 30-minute interval simply not supported for these specific metrics? The docs are vague about the minimum interval size. I’ve tried 15m and 10m just to test. No luck. The system seems to force an hourly aggregation regardless of what I pass in. This is blocking the dashboard build. Need to know if I’m missing a parameter or if this is a platform limitation.